What are the responsibilities and job description for the Front Desk Agent position at Big Sandy Lodge and Resort?
About the Company
Big Sandy Lodge and Resort was originally built in 1902 and officially established in 2005.The property offers a multitude of outdoor activities for guests to enjoy, including fishing, hiking, snowmobiling and an outdoor sport court. Inside the lodge, guests can take advantage of the banquet center, indoor swimming pool, hot tub, sauna, and workout facility. On-site dining includes the Bear’s Den Sports Bar & Restaurant, which boasts a three-tiered deck to witness the beautiful scenery of northern Minnesota while enjoying a meal or cocktail. The property was purchased by Mille Lacs Corporate Ventures in 2016 and there are plans to build additional cabins for rent to guests who visit the resort, increasing the number of available cabins to 10.
Big Sandy Lodge and Resort is committed to providing exceptional and heartfelt hospitality experiences for all guests, provide development and opportunities for our associates, and have a positive impact in our community. We strive to contribute to ownership's goal of improving the economic well-being for current and future generations of Mille Lacs Band Members by operating a profitable business with well-trained, motivated, and enthusiastic associates.
Position Summary
A front desk associate is responsible for checking lodge and resort guests in and out of their appropriate rooms. They are responsible for ensuring that every single guest has an enjoyable experience during their stay. Some responsibilities of a front desk associate include, but are not limited to, greeting guests at the front desk, answering any questions, recommending activities and restaurants to guests, and answering any phone calls. Front desk associates are responsible for managing reservations by phone, in person, and on the property management system.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
- Provides excellent customer service to all guests
Other Duties/Responsibilities
- Perform special projects and other responsibilities as they arise.
- Participate in task forces and committees as required.
- Professional attitude required.
- Most tasks are performed independently or in a team environment.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- 1 years of hotel experience preferred.
- Must be able to manage multiple property priorities in a fast-paced environment.
- Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all.
Special Qualifications
Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Guest Service Representative (Front Desk Agent)
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Duluth, MN